Scope a statement of work that separates standard configuration from chargeable customisation.
Project Management
Customer Implementation Projects for Software-as-a-Service Providers
Run customer-facing implementation projects for a SaaS product: scope onboarding, coordinate configuration and integration work, and hand each account to customer success on time and adopted.
🗓️Duration5 training days
📚Content4 modules · 8 sessions
🎓On completionAccredited attendance certificate
About the programme
Course Overview
Software-as-a-service providers grow or stall on how quickly a signed contract becomes a live, adopted customer. This course is built around that implementation project: the period between contract signature and a customer using the product to get value, with a professional services or onboarding team managing scope, configuration, data migration, integrations and training against a fixed timeline and budget. Participants work through scoping calls and statements of work, the boundary between standard configuration and paid customisation, and the change-request process for scope raised after kickoff. Sessions address data migration from legacy systems, single sign-on and API integration planning with customer IT teams, user acceptance testing structured around the customer's own workflows, and training approaches that fit both self-serve and high-touch segments. The course also covers portfolio-level practice: running multiple concurrent implementations with shared resource pools, tracking time-to-value and health scores across accounts, and the formal handover package that transfers an implemented account to customer success or account management. Participants leave able to scope a realistic statement of work, run an implementation to a defined go-live date, and manage a book of live implementation projects without any one account absorbing the whole team's capacity.
Expected Learning Outcomes
Build an implementation project plan that sequences configuration, integration and data migration to a fixed go-live date.
Manage scope changes raised after kickoff through a defined change-request and re-quoting process.
Plan data migration and API or single sign-on integration work jointly with customer IT stakeholders.
Design user acceptance testing around the customer's own workflows rather than generic test scripts.
Track time-to-value and account health across a portfolio of concurrent implementation projects.
Produce a handover package that transfers an implemented account to customer success with clear open items.
Who Should Attend
Implementation and onboarding project managers at SaaS and software vendors
Professional services consultants delivering paid configuration and integration work
Customer success managers receiving accounts after go-live
Solutions engineers scoping technical requirements during pre-sales handover
Delivery leads managing a portfolio of concurrent customer implementations
Founders and operations leads building an onboarding function from scratch
Course Modules
Select any module to see its sessions and points.
01Scoping and Onboarding New Customers
2 sessions · 8 points
Session 1From Sales Handover to Statement of Work
- Extract commitments made during the sales cycle and translate them into a scoped statement of work.
- Separate standard configuration included in the licence from customisation billed as professional services.
- Size implementation effort using comparable past accounts rather than a single generic template.
- Run a kickoff call that confirms scope, timeline, roles and success criteria with the customer sponsor.
Session 2Implementation Planning and Governance
- Build a project plan with milestones the customer can track without reading a detailed task list.
- Assign a RACI that names a decision-maker on the customer side for configuration choices.
- Set a cadence of status calls and written updates matched to the customer's engagement style.
- Define escalation paths for at-risk implementations before they slip past the contracted go-live date.
02Configuration, Integration and Data Migration
2 sessions · 8 points
Session 1Configuration and Change Control
- Configure the product against documented customer requirements rather than ad hoc verbal requests.
- Apply a change-request process that quotes and approves scope raised after the statement of work is signed.
- Maintain a configuration workbook that the customer can review before each build milestone.
- Coordinate with product and engineering teams when a customer request needs a feature not yet available.
Session 2Data Migration and System Integration
- Plan extraction, cleansing and mapping of legacy data before it is loaded into the new system.
- Sequence single sign-on and API integration work alongside the customer's own IT change windows.
- Reconcile migrated data against source records before the customer signs off on migration accuracy.
- Document integration dependencies so a failed upstream system does not silently break the new workflow.
03Testing, Training and Adoption
2 sessions · 8 points
Session 1User Acceptance Testing
- Design UAT scripts around the customer's own workflows rather than the vendor's default test cases.
- Coordinate customer testers, log defects and prioritise fixes against the agreed go-live date.
- Set UAT exit criteria that distinguish blocking defects from cosmetic issues deferred to a later release.
- Sign off UAT formally so responsibility for go-live readiness is shared with the customer.
Session 2Training and Early Adoption
- Match training format, live, recorded or self-serve, to the customer's team size and technical confidence.
- Build role-based training content that reflects configured workflows rather than generic product features.
- Track early usage data to identify features or user groups not adopting as planned.
- Run a go-live readiness check that confirms training completion alongside technical sign-off.
04Go-Live, Handover and Portfolio Management
2 sessions · 8 points
Session 1Go-Live and Handover to Customer Success
- Run a go-live checklist covering configuration, data, integrations, training and support access.
- Compile a handover package documenting open items, custom configuration and account-specific risks.
- Set a health score baseline that customer success can track from the first week of live usage.
- Agree a hypercare period with defined response times before full handover to account management.
Session 2Managing a Portfolio of Implementations
- Balance a shared implementation team across concurrent accounts without starving smaller customers of attention.
- Track time-to-value across the portfolio to identify stages where implementations consistently slow down.
- Feed recurring configuration requests and blockers back into product and onboarding-content improvements.
- Report portfolio implementation health to leadership using lead indicators, not just go-live dates.
What the participant receives
4 course modules
A structured syllabus
8 training sessions
across 5 days
32 detailed points
Applied, detailed content
Accredited attendance certificate
On completing the programme
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